Consumer Success Representative

About This Role

This role supports consumers in the early stages of home buying or selling by handling inbound/outbound calls, providing customer service, and connecting them with real estate professionals to meet performance and quality metrics.

Responsibilities

• Handle inbound and outbound warm calls, emails, and text messages to understand consumer real estate needs and provide appropriate support
• Perform live transfers of qualified real estate leads to local agents, meeting hourly productivity and quality standards
• Apply effective problem-solving, active listening, and questioning skills to identify needs, overcome objections, and deliver positive customer experience
• Collaborate with team members while working independently in a remote environment, incorporating feedback and coaching
• Accurately capture and enter consumer data in systems while actively engaging on calls and using required communication tools

Requirements

• 2+ years of experience in a phone-based call center or equivalent high-volume phone environment
• Strong customer service skills with proven ability in conflict resolution, objection handling, and empathy-driven communication
• Confident verbal communicator with ability to build rapport across diverse customer backgrounds
• Tech-savvy and comfortable using email, VOIP, Zoom, Google tools, Excel, and similar platforms in a remote setting
• Reliable high-speed internet connection capable of supporting extended calling, video conferencing, and online training
• Ability to meet defined productivity, talk-time, and quality metrics in a structured KPI-driven environment

Qualifications

• 2+ years of experience in a phone-based call center or equivalent high-volume phone environment

Nice to Have

• Experience in sales or lead generation in a consumer-facing environment
• Interest or background in real estate, online real estate platforms, or real estate lead management

Skills

* Required skills